Taxability
The two types of income taxes relevant to PFML
What is State and Federal Income Tax?
The feeling that you understand and share another person’s experiences and emotions
What is empathy?
T/F: To de-escalate tense calls, you should
Use Positive Language
Be Respectful
Stay Calm
What is True?
The total combined weeks of PFML Family & Medical Leave a claimant may take in a single benefit year
What is 26 weeks?
T/F: If someone has called 3+ times for the same unresolved payment issue, or 5+ times for the same unresolved non-payment related issue, this person should be escalated as a repeat caller.
What is True?
A calendar year running January 1-December 31
What is a tax year?
A friendly and approachable ___ is used when speaking with customers
What is tone?
What phrases should be used when authenticating a customer?
Is Brother-in-law a covered family relationship?
No. For sibling, they must be adoptive, biological or step.
The KB that should be used if a claimant needs assistance with accessing their notice in the portal
What is KB0010797 - Claimant Portal Guide - Claim Status?
5% for State and 10% for Federal
What is the withholding amount if a claimant opts in to have taxes withheld?
"Congratulations" or "I'm sorry to hear that" are examples
What are empathetic statements?
What is placing a customer on hold?
$1,170.64
What is the 2025 maximum weekly benefit amount?
Which Call Category and Call Sub-Category should you use if the claimant is calling to see if you received their documents?
Documents > Receipt Confirmation
Selected by claimant during intake of a claim, can be changed while claim is still in adjudication status
What is tax withholding preference?
These are what you should put yourself in to fully understand the customer's situation
What are shoes?
An example of an empathetic phrase that could be used to reassure a customer.
What are
A claimant takes their full 20 weeks of medical leave. They read online that Family leave has a maximum 12 week allotment. How many weeks can they really take to care for a family member?
What is 6 weeks?
When does the waiting week begin on an approved intermittent leave?
The waiting week begins on the first actual day reported off from work.
SIT/FIT is "True"
What does SIT/FIT line in FINEOS show if claimant has opted in to tax withholding?
"Ok, let me see if I have this right. You are looking for assistance with...[state the ask clearly in your own words]." or “What I’m hearing is that you would like assistance with [X, Y and also Z]. Does that sound right?” are examples of _______.
What is paraphrasing or summarizing?
An example of an empathetic response to help calm an irate customer.
What is/are:
52 weeks starting on the first week that a claimant takes leave for any qualifying reason under the PFML law.
What is a benefit year?
What KB would you reference if the claimant asked "I have questions about Appendix A in my denial notice."
KB0010422 - Approved and Denied Claims